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Zscaler

Senior Technical Support Engineer

Zscaler

. Handle complex technical issues escalated from L1 and L2 support teams for federal customers .

Posted 11/4/2026full-timeMelbourne • AustraliaSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex technical issues, particularly in enterprise network and security environments, while leveraging AI/ML technologies for optimized outcomes. Maintains high standards of customer communication and operational discipline in support roles.

Highest-signal resume keywords
AI/ML TechnologiesNetworking FundamentalsTroubleshooting SkillsZscaler ProductsTechnical Support Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Log AnalysisTraffic AnalysisRoot Cause InvestigationPacket Capture AnalysisBrowser Trace Analysis
Soft Skills
Customer CommunicationOperational DisciplineCollaboration
Tools & Technologies
WiresharkBrowser Developer ToolsLog AnalyzersTicketing SystemsAI-Powered Diagnostic Tools
Certifications & Qualifications
NV2 Security Clearance Eligibility
Industry Keywords
TCP/IPDNSHTTP/HTTPSSSL/TLSVPNRoutingFirewall Concepts

Tech Stack

Tools & technologies
CloudDNSTCP/IP

About the role

Key responsibilities & impact
  • Handle complex technical issues escalated from L1 and L2 support teams for federal customers
  • Troubleshoot and resolve product, network, deployment, and configuration-related issues
  • Work directly with customers through case handling, troubleshooting calls, and remote sessions
  • Perform detailed log analysis, traffic analysis, and root cause investigation
  • Collaborate with Engineering and Product teams on defects, feature gaps, and product improvements
  • Maintain high standards of customer communication, security awareness, and operational discipline

Requirements

What you’ll need
  • Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
  • Australian citizenship and eligibility to undergo an NV2 security clearance
  • Strong understanding of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, proxies, VPN, routing, and firewall concepts
  • Strong troubleshooting skills in enterprise network and security environments
  • Experience in technical support, product support, or escalation support roles with ability to analyze logs, packet captures, browser traces, and endpoint behavior
  • Experience leveraging AI-powered diagnostic and troubleshooting tools to accelerate root-cause analysis and complex escalation management
  • Knowledge of Zscaler products such as ZIA, ZPA, ZDX, or related cloud security solutions
  • Experience with tools such as Wireshark, browser developer tools, log analyzers, and ticketing systems

Benefits

Comp & perks
  • Various health plans
  • Time off plans for vacation and sick time
  • Parental leave options
  • Retirement options
  • Education reimbursement
  • In-office perks